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Technical Relationship Manager

Job Title: Technical Relationship Manager
Contract Type: 正社員
Location: Tokyo
Salary: 6 - 16 Million Yen Annually
Start Date: ASAP
REF: MP626397
Contact Name: Mike Pollard
Contact Email:
Job Published: 2年以上 前

Job Description

The TRM has high visibility and interacts with many groups internally and externally to help achieve an excellent level of customer service and satisfaction.  The position builds a solid foundation and extends the relationship between the company and customers focusing on  Support Services.  The TRM is also valued as a single point of contact and the ‘face of our business’ to their unique customers.  The TRM is a skilled communicator and technical asset.

  • Establish and manage regular conference calls to review outstanding items and ongoing projects with customers
  • Resolve customer issues and maintain ownership until the problem resolved completely with minimal over site from more senior members of the team
  • Act as a SME (Subject Matter Expert) in at least one core virtualization product and develops an understanding of at least one adjacent product
  • Maintains account intelligence and delivers account briefings to management and Sales  when renewal notifications are due
  • Is able to self-prioritize work items based on customer requirements and minimal instruction from Sr. teammates
  • Write and review complex technical articles and proactive emails on customer reported cases, product specifications, and previous experience
  • Creates proactive materials pertinent and targeted for one's own customers
  • Act as a resource for other teams as needed to troubleshoot and resolve specific customer issues
  • Visits each customer twice per year, driving the agenda and being primary account owner
  • Develop project management skills through participation in projects
  • Able to provide executive updates with minimal oversight or direction from management

Required Skills

  • Demonstrates deep technical understanding in multiple core product lines, foundational technologies and has a good understanding of some of the advanced technologies
  • Ability to work across team to find most appropriate solutions for customers
  • Ability to work highly visible, sometimes stressful situations and be successful
  • Provide presentations to customers on various subjects
  • Bachelor of Science in Computer Information Systems or equivalent advanced industry certifications
  • 3+ years hands on troubleshooting experience working in enterprise level environments
  • Able to travel as required